Role Overview:
- Manage day-to-day operations of the Dispatch, including calls, emails and scheduling support for Canadian client.
- Provide 24/7 back-office support from India to ensure continuous operational coverage
- Facilitate timely dispatch and real-time monitoring of field staff across various locations in Canada
- Ensure smooth, accurate, and uninterrupted service delivery through efficient coordination
- Support service-level objectives by maintaining strong communication and operational oversight
- Work closely with client-facing teams to align dispatch operations with service expectations
Dispatcher’s Responsibilities:
- Dispatch & Scheduling Support: Manage and coordinate dispatch centre operations, ensuring timely and effective scheduling of field staff in alignment with service requirements across Canadian client sites.
- 24/7 Back-Office Operations: Provide continuous support from India to monitor and assist field operations, enabling real-time communication and problem-solving.
- Customer Service: Deliver professional, courteous, and efficient customer service. Respond promptly to inquiries with accurate information and maintain high service standards.
- Communication & Coordination: Route relevant information to internal departments and external locations via Action Requests. Maintain proactive communication to support operational continuity.
- Operational Knowledge: Continuously develop and maintain a comprehensive understanding of Glen Group’s operations, services, and protocols.
- Prioritization & Accuracy: Handle multiple tasks and job duties by priority, ensuring timely and accurate execution with a focus on quality and compliance.
- Policy Compliance: Ensure all verbal and written communications adhere to company policies and procedures, and are factually accurate.
- Information Management: Stay updated with internal communications including emails, memos, SOPs, and team meetings to ensure alignment with company protocols.
- Professional Telephone Etiquette: Manage high call volumes and difficult customer interactions with sensitivity, tact, and sound judgment.
- Confidentiality & Integrity: Uphold strict confidentiality concerning sensitive information related to clients, employees, and company operations. Handle investigations and sensitive matters with discretion, fairness, and professionalism.
- Health & Safety Compliance: Work in accordance with all applicable health and safety laws and company safety practices to ensure a safe working environment.
Requirements:
- Minimum 2 years of experience in customer support or a similar role (Required)
- Proficient in spoken and written English (Required)
- Strong organizational, communication, and multitasking skills on system.
- Ability to work in rotational shifts.
Weekly Rotational Shifts – IST:
- Morning Shift: 05:30 AM – 01:30 PM
- Afternoon Shift: 01:30 PM – 09:30 PM
- Graveyard Shift: 09:30 PM – 05:30 AM
Pay: ₹25,000.00 - ₹35,000.00 per month
Work Location: In person
